Who is in charge of customer service for Jet Blue Airways?

I think you're looking for someone named Russ Chew, President and Chief Operating Officer. It seems that Customer Service should fall under his umbrella: Here is his bio from the Corporate Governance section of the Jet Blue investor relations area on the Jet Blue web site. http://investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-govBio&ID=164484